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SRM Lists Eccentex to 50 Fastest Growing Companies
Eccentex Announces Partnership with CX Ltd.
Alex Stein – CEO of Eccentex (left) and Yıldırım Duyargil – CEO of CX Ltd (right) announced the partnership between their companies at Xperience23 in Denver to support joint customers digital transformation and migration to cloud across Europe and the Middle East. The partners want to utilize their core capabilities in orchestration to help businesses of any size effortlessly execute their CX Engagement modernization and Business Process Automation initiatives with the help of Omnichannel Orchestration and Generative AI technologies. During Xperience23, Eccentex and CX Ltd. focused their attention to existing Genesys customers who want to migrate from premise to Genesys Cloud CX. The companies are happy to support non-Genesys customers who may be considering leveraging the power of the seamless integration between Eccentex HyperAutomation Cloud and Genesys Cloud CX CCaaS platform. The companies are jointly committing effortless and quick delivery of their end-to-end cloud migration services and the seamless reintegration and modernization of core business processes. For further information visit https://eccentexcom.stage.site to learn more about HyperAutomation Cloud and https://cxltd.com to learn about the Cloud Migration services.
5 Key Benefits of Integrated Operational CRM and BPM
In the world of modern business, operational efficiency and effective customer relationship management (CRM) are critical factors for success. Both Operational CRM and Business Process Management (BPM) play crucial roles in streamlining operations, enhancing customer experiences, and driving business growth. However, the true power lies in tightly integrating these two systems to create a seamless and holistic approach that can enable customer-centric processes. In this blog, I will explain the importance of integrating operational CRM and BPM and the benefits it can bring to businesses. What is Operational CRM? Operational CRM focuses on automating and optimizing customer-facing processes such as sales, marketing, and customer service. It involves managing customer interactions, collecting and analyzing customer data, and facilitating efficient communication with customers. Operational CRM aims to enhance customer satisfaction, improve sales effectiveness, and drive revenue growth. What is BPM? Business Process Management (BPM) is a systematic approach to identifying, designing, executing, and continuously improving business processes. It involves analyzing existing processes, identifying bottlenecks and inefficiencies, and implementing changes to optimize workflow and increase productivity. BPM provides a structured framework for aligning processes with organizational goals and ensuring operation efficiency. The key benefits of CRM and BPM integration 1. Seamlessly connected Customer […]
The Power of AI and HyperAutomation in Customer Service
In today’s digital age, businesses are constantly seeking innovative ways to improve customer service, reduce complaints, and enhance agent efficiencies. Traditional methods alone are no longer sufficient to keep pace with customer expectations. This is where the power of Artificial Intelligence (AI) and HyperAutomation comes into play. In this article, we will explore how AI and HyperAutomation can revolutionize customer service, transforming it into a proactive, personalized, and efficient experience for both customers and agents. Proactive Customer Service AI-powered chatbots and virtual assistants have become invaluable tools for businesses to provide concierge-like customer service. By utilizing natural language processing (NLP) and machine learning algorithms, these AI systems can analyze customer queries in real-time, understand intent, and deliver accurate and personalized responses. These proactive services can minimize customer effort by providing instant solutions and pre-empting potential issues, thereby reducing complaints, and boosting customer satisfaction. Intelligent Self-Service HyperAutomation leverages AI to empower customers with intelligent self-service options. Interactive voice response (IVR) systems, AI-driven knowledge bases, and self-help portals equipped with smart search functionalities enable customers to find answers to their queries independently. By empowering customers to resolve their issues through self-service, businesses can significantly reduce the volume of support requests, allowing agents […]
How Knowledge Base and Workflows Ensure Policy & Procedure Compliance
Every organization has its own set of policies and procedures to ensure that its daily operations run smoothly and prudently. However, managing these can be a daunting task, especially when there are frequent changes or updates are required. This is where a knowledge base and workflows take on an important role. A knowledge base is a centralized repository of information and could contain all the policies, procedures, and guidelines that an organization needs to follow. It serves as a single source of truth and provides easy access to all enforced policies that all employees, stakeholders, partners, and clients need to comply with. A workflow, on the other hand, is a series of steps that define how a task or processes should be carried out. Using a knowledge base and workflows together can streamline the process of managing policies and procedures in a consistent and compliant way. Here are some suggestions on how organizations can benefit from this approach: Organize and centralize policies A knowledge base can be used to organize all policies and procedures in one place. This makes it easy for knowledge workers to find the information they need and ensures that everyone is working from the same source […]
Making Low-Code Platform Deployment Easy for Project Managers
Enterprise grade Low-Code implementations do not have to be overwhelming for project managers. Implementations using this technology can be easier than you think and here’s why. Project Manager Perspective As someone who has worked in the enterprise segment for the last 18 years, I can attest to the fact that large projects can be incredibly time-consuming and expensive. However, recent advancements in artificial intelligence (AI) and low-code development platforms (LCDP) have made it possible to streamline the deployment process and significantly reduce the time and effort involved in implementing enterprise-grade solutions like Case Management or Knowledge Orchestration. How Eccentex Helps At Eccentex, we specialize in AI-driven solutions that help front and back-office operations to automate and optimize their business processes while significantly improving their overall efficiency. Thanks to the Low-Code nature of our technology we can help businesses automate many of their manual processes from end-to-end quickly and easily. Our platform enables customers to handle more cases with fewer human resources without sacrificing customer experience. In fact, many of our clients have been able to reduce the number of paper-based and manual processes by 90% resulting in significant cost savings, shorter reaction times and an improved customer experience. Deploying a […]
How AI Is Used In Case Management
A couple days ago, I read an interesting blog from HBR titled ‘AI with a Human Face’ where the authors described how “All companies want to provide their customers with richer and more engaging experiences. The challenge is how to scale the experiences in a way that does not depersonalize or commodify them.” Digital Humans The authors ask the question “What Kind of Digital Human Is Best for You?” They present four categories of digital humans: Virtual agent: A conversational AI that shows the same characteristics towards all users, meaning they are not personalizing the experience on an individual level. However, they can be personalized at the segment level. Virtual assistant: AIs that are programmed to be a virtual assistant are more task oriented, use case-specific and outcome focused. It means they can help customers to complete a transaction or get answers for inquiries. Virtual influencer: This type of conversational AI is like a speaker at a conference, they talk to a wide audience but do not interact with them on an individual basis. They act like a thought leader on a certain topic or product and explain their opinion in a subjective way. Virtual companion: A virtual companion is […]
Read This Before Buying a Case Management Solution
You may think it is a bad idea to compare car buying with selecting a Case Management solution but, in both cases, making an educated decision is quite similar. Here is why. First, you may think all Case Management solutions are very similar – just like cars – at least at a high level. All passenger cars have wheels, engines, seats, a steering wheel, and they may vary based on power, features, fuel efficiency, price, etc., but ultimately they all serve the same purpose of taking you and your family from point A to B. At this high level, all Case Management solutions may look very similar as they all serve the same purpose to manage cases. However, if you dive deeper, you’ll immediately find some important differences that can determine how you can use them more efficiently and the use cases that make sense for you. Back to the example of cars, a Tesla Model S is probably not the best choice for use in certain terrains, like in the middle of the Rocky Mountains. This is not only because it has a smaller chance of finding a 24/7 supercharger station in the area, but also because its’ body […]
Eccentex Thrives in Global Telecommunications Industry
LOS ANGELES, Calif. – May 17, 2023 – Eccentex, a leading provider of intelligent automation solutions, is pleased to announce the successful closure of a transformative deal with New Zealand’s largest telecommunication provider. As part of the agreement, Eccentex will automate the customer service operation of the telecommunications company, leveraging its cutting-edge Service Journey platform integrated with the highly acclaimed Genesys Cloud CX solution. The collaboration between Eccentex and the New Zealand based telecommunications giant marks a significant milestone in the customer service industry, combining Eccentex’s intelligent automation capability with the telecommunications provider’s commitment to delivering exceptional customer experiences. By implementing Eccentex’s ServiceJourney solution the telecommunications company aims to enhance its customer service operations and optimize the handling of mass email communication. The Genesys Cloud CX solution, known for its scalability, reliability, and seamless integration capabilities, will serve as the technological backbone for Eccentex’s automation initiatives. With its cloud-native architecture and comprehensive feature set, Genesys Cloud and Eccentex’s business automation will streamline the telecommunications provider’s customer service processes and empower their Front-, and BackOffice agents with advanced customer engagement tools and real-time insights. Eccentex’s CEO expressed enthusiasm regarding the partnership and the opportunities it brings for both companies. Alex Stein – CEO of […]
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